Training Specialist

Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Work Shapes the World at Caterpillar Inc.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact, and do the work that really matters. Join Us.

Job Opportunity:

We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do?

As a Training Specialist you will identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Be responsible for the development of effective training process, curriculum, and knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Cat Customer Support team and will partner with 3rd party global contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality related activities to our 3rd party suppliers and will work to develop regular reviews of all knowledge articles and curriculum materials.

• Develop training materials, knowledge articles, and course content.

• Identify training needs, provide guidance and expertise, and overall training strategy.

• Support Caterpillar’s Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards.

• Deploy a wide variety of training methods.

• Create an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally.

• Resolve any specific problems and tailor training programs as necessary.

• Maintain a keen understanding of training trends, developments, and best practices.

• Work with internal departments and SMEs as required to create procedures and build training materials.

• Support hands-on and classroom training related to product support, technical troubleshooting, and customer relationship management actives.

• Participate in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.

• Create, analyze, and validate business requirements, translate them into detailed functional requirements and user stories, define acceptance criteria, and obtain requirements signoff from requesting business partners.

• Support appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes, and strategies.

• Help manage and organize appropriate information, dashboards, metrics, and other reports for team members to use with their partners.

• Support proper collaboration, coordination, training, communication and alignment among related areas, projects, and strategies within the team and with internal and/or Dealer partners.

• Reinforce digital awareness through communication and identity programs in global regions and multiple business units, industry groups and/or Dealers.

• Support future-focused assessment of global and industry impact related to digital programs and deployments and helps other consultants coordinate efforts.

• Assist in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis.

• Proactively seek to develop personal digital acumen.

• Track and monitor progress, typically via metrics reporting.

• Require schedule/shift flexibility as training will be necessary for different time zones based on geographic location.

• Travel up to 25% of the time may be required. Requires travel, sometimes global, to facilitate training of front-line contact center advisors or 3rd party training leads.

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

What you have:

Background and experience:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect

Top Candidates will also have:

• Experience in progressive training assignments involving classroom instruction, design, development, and delivery of training courses and materials and/or experience working within a contact center environment, developing training curriculum for frontline advisors or as a Training lead

• Contact center experience is a strongly desired.

• Demonstrated knowledge of adult learning techniques and best practices in training delivery.

• Near-native English language fluency required.

• Knowledge of Microsoft Teams, Word, PowerPoint, Excel, and Co-Pilot

• In addition to training experience top candidate will also have Contact Center Operations, Client Services/Account Management or corporate training experience.

• Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed

• Experience working with Contact center tools such as Salesforce or Microsoft Dynamics 365

• Strong communication and organization skills.

What we offer:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:

• 3000+ euros / month gross

• Performance related annual cash incentive

• Industry leading Pension plan

• 5 days of extra vacation above the legislative requirement

• Attractive Life insurance

• 1 Volunteering day

• Multisport Card

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:
Full-time

Place of work:

Kosice, Slovakia